3 Customer Engagement Trends to Watch in 2017

Date: Available On-Demand

Time: Watch It Now

Speakers: Scott Sachs , Todd Hixson , Dave Campbell

Moderators: Erica Marois


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Create more meaningful and effective experiences and keep valued customers while building brand loyalty.

Delivering exceptional customer experiences has always been important, but rapidly evolving technology, connected customers, and dwindling resources all make it more difficult to achieve.  And the stakes are higher than ever. Ovum research reveals that 82% of consumers have stopped doing business with a company following a single bad experience. Organizations are looking to create more meaningful and effective experiences to retain valued customers and build brand loyalty.  

Join ICMI and BoldChat by LogMeIn for an interactive panel discussion on three trends that will shape the future of the contact center and customer engagement.

Attend this webinar to learn:

  • Why personalization and relevance are critical to customer loyalty
  • How best-in-class contact centers are taking simple steps to personalize the customer journey
  • The far-reaching vision for artificial intelligence and how it impacts contact centers today
  • Why 2017 is the year of effective mobile engagement
  • How other customer service leaders are preparing to meet the needs of tomorrow’s customers

Join us for this interactive and informative hour—complete with research, best practices, video clips, and live Q&A.


Scott Sachs

President, SJS Solutions, LLC

Scott Sachs is a highly accomplished, well-respected senior level executive who provides specialized consulting solutions in the areas of customer service and contact/call center operations through SJS Solutions, LLC.  Scott consistently and successfully transforms and grows world-class customer service organizations.  He thrives on working with organizations that are at an inflection point in their customer service lifecycle by focusing on 3 key areas:

- Leveraging technology tools to drive efficient operations
- Motivating staff to personally connect with customers
- Establishing meaningful metrics to drive effective business results

Scott earned a Bachelor of Science degree in Operations Research with a minor in Economics from the State University of New York at Albany.  In addition, Scott has an MBA with a concentration in Finance and Marketing from the Graduate School of Business at Columbia University.

Scott participates in numerous competitive athletic activities including tennis, 5/10k road races, and paddle tennis.

Todd Hixson

Capacity Planning Manager, Hulu

Todd has been in contact center operations/management for around 20 years, working for Travelocity, Cabelas and Intuit prior to joining Hulu. He has been an out-sourcer, and in-sourcer and an us-sourcer with a belief in efficiency realized using creative scheduling, performance based "right for me" shift bidding, and pushing limits with optimization focusing on delighted customers and engaged employees.

His current projects include capacity planning that relentlessly pursues better ways while ensuring his team “embraces fun.” In all of this, the focus is on the fact that it starts with the customer!

He has driven back-office utilization of WFM practice, multiple channel skill based operations practices, and cross functional "day in the life of WFM" workshops. Todd has served on ICMI's advisory board, consulted in industry standard certification with CIAC and was the recipient of ICMI’s distinguished Life-time Achievement Award in 2018.

Dave Campbell

VP of Product Marketing, Customer Engagement & Support, LogMeIn BoldChat and Rescue

Dave Campbell is the VP of Product Marketing, Customer Engagement & Support, where he leads product marketing and strategy for BoldChat and Rescue, the company’s industry-leading omni-channel engagement and remote support service products.  Dave joined the LogMeIn team in 2010 and has managed and led product direction for multiple LogMeIn businesses including: remote access, IT management and customer engagement.  Prior to joining LogMeIn, Dave was responsible for product marketing at Symantec for its Information Management business including backup, archiving and E-Discovery.

Erica Strother headshot

Erica Marois

Content Manager, ICMI

Erica Marois is the Content Manager at ICMI. With a background in marketing, public relations, and social media, she brings more than ten years of community management experience to ICMI. Having been at ICMI for more than 5 years now, she's also become a thought leader in the customer experience space. Erica manages ICMI's robust network of community contributors - 500 strong! She also hosts ICMI's weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in the contact center community. In addition, she produces ICMI's webinars and many other content initiatives like Contact Center Insider newsletter. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events, managing ICMI's Global Contact Center Awards Program, and Movers & Shakers initiative, as well as working with attendees to enhance their event experience. Erica is a connector of people - in any medium - and loves bringing contact center leaders together to solve problems.

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